Refund policy

Returns & Refunds

Returns/Exchanges are cordially dealt with on a case by case basis, if you are dissatisfied or there is any problem with your order please feel free to contact us within 24 hours of receiving parcel so we can assess the best solution.

All jewellery is not exchangeable for health regulations.

All sales are final, please be sure to read all descriptions carefully. If you have any questions regarding any items listed for sale please contact us prior to purchase so you can be sure you will be happy with your purchases.

Please be aware that each crystal/mineral used are natural and therefore ‘Imperfections’ may appear these are by no means faults but natural occurrences. Patterns, colourations and inclusions are what make each piece unique. While we have made every effort to accurately display images of our products we cannot guarantee that your computer monitor's display of any colour will be accurate.

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We do not refund postage costs or return postage costs. Where a return is granted for refund or exchange customer will be responsible for return postage.

We comply with Refund Policy of NSW Fair Trading. Under the Australian Consumer Law, you are not entitled to return a product if there is no breach of a consumer guarantee, for example, if you:

  • Changed your mind
  • Ordered the wrong product
  • Found the product cheaper elsewhere
  • Damaged the product by misusing it. This includes dropping or breaking whilst in customers care, using inappropriate cleaning methods.
  • Prolonged use or usual wear and tear

Sales items are final and will not be returned or refunded.

If your order is damaged during post, we do not refund or replace/exchange items/crystals or postage costs of items broken or damaged whilst in care of Australia Post. Customers are responsible to make insurance claims at local Post Office where insurance is applicable. Onyx Castle takes great care in packaging each parcel; all items are checked prior to sending. Onyx Castle assumes no responsibility for items lost/stolen once item has left our possession.